CLI Based Routing Description #

You can use the CBR control to distribute calls according to the presented telephone number of the caller. An example might be if your caller is recognised as a VIP in this case you can personalise or prioritise the calls routing through to an agent. Perhaps you wish to create a routing rule to deliver a call from an uploaded debtor list to your collections team. Any caller that has withheld their number will route via the default leg of the call to ensure compliance with regulations governing callers that have used the Number Withheld service.

For example, in the simple example below a CLI Based Routing List was uploaded containing one number, 0123456789 then a caller presenting this number would be routed using different call routing outcome to that of a Default action. In the example below the caller presenting 0123456789 would be routed down the CLI Based Routing leg and terminate on the Announcement node, all other callers will be routed to the Default action destination

Node Groups and CLI Lists #

The CBR node has been designed to give you the flexibility to create different lists of CLIs based on the type of caller, these lists are called groups. For example you may want one group of caller CLIs for VIPs, and a second one for Debtors, both of which require a different type of routing.

1. Add the the node title ‘CLI Based Routing’ to your call plan. It cannot be added after a Destination node and cannot be nested.

2. Click on the node and you will see the following controls.

1. Type a ‘CLI group name’ and click Add
2. Select the group that has been created and you will see another tab
3. By clicking on this new tab you will be able to enter and add CLIs for callers that should be in this list

1. Back on the CLI group list you will find you can add and delete groups of CLIs by selecting them and clicking the Delete button.
2. A new group of CLIs for VIPs could be created in the same way.

1. Before saving a CLI Based Routing node you need to make sure the correct group is selected. You will also want to name your CLI Based Routing node something descriptive.

CLI Based Routing Rules #

You must always include a CLI Based Routing control of node type Default when CLI Based Routing controls are used. It may be possible for a call plan to exist without a default whilst editing. However, the call plan will not pass validation if a default is not present.

There can be only one default CLI Based Routing control within a sibling group, i.e. under the same parent.

Withheld number will always follow the default route.

You cannot add a CLI Based Routing control as a child of another CLI Based Routing control.

CLI Based Routing Input – Fields and Buttons #